Oddity in Kogan NBN Contract?

[Deactivated] on 04/10/2019 - 20:20
Last edited 05/10/2019 - 11:41

So, apparently you cannot downgrade a plan instantly and it can only be done at the start of the billing period. Which is in line with what is written on the Vodafone NBN site.

However, in the Kogan NBN T&Cs and CIS it mentions:

You can change your NBN speed tier by moving to a different Kogan NBN Plan. There are no penalties or fees for moving between plans. You can change your Plan once per bill cycle. You will be refunded for the Plan fee for the remainder of the month on a pro-rata basis and you be will charged your new Plan fee calculated on a pro-rata basis for the remainder of the month.

and on the website it mentions:

When does the speed of the new plan start?

To a lower speed

When changing to a lower speed plan, the new plan will come into effect immediately.

You’ll get credited a pro-rated amount for the higher speed plan you’ve already paid for, and get charged a pro-rated amount for being on the lower speed plan for the remainder of the month in your billing cycle.

Has anyone successfully downgraded their plan from NBN 100 to NBN 50? If so did you manage to get it done instantly?

For reference:
https://www.vodafone.com.au/support/nbn/change-plan
https://help.koganinternet.com.au/hc/en-us/articles/36000144…

You know what, I can't be bothered. It's too difficult to escalate it and won't be worth my time as I save possibly a few cents or dollars since the billing period is almost near. To escalate, that would require TIO involvement and possibly forwarding to the ACCC, which is too time consuming. But hopefully this is a good PSA about what the actual terms and conditions are, rather than what is written on a website.

I would not be surprised to see the wording change overnight in response, if someone took action.

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Comments

  • brokenglish on 05/10/2019 - 02:15
    +1

    Are you discussing Vodafone or Kogan? Of course different provider will have different TnCs…
    Vodafone =/= Kogan

    • [Deactivated] on 05/10/2019 - 10:59
      -2

      Kogan, but the support team seems to give the same responses regarding downgrading. I have both at different premises.

      I'm actually convinced they could be the same support team, maybe they are getting confused. But what happens is if you try to downgrade on Kogan they will give you short notice about downgrading will take place next month instead of instantly.

      I have a phone recording, not sure if I need to send it somewhere to escalate it; or if I shouldn't bother. I am wanting more evidence from others before I proceed further.

  • [Deactivated] on 11/10/2019 - 21:05

    ⁺Kogan Gold nbn™ 100 offer: Kogan Internet has the right to extend, change, or withdraw the offer at any time. Discount available to approved new Kogan nbn™ customers subject to a service qualification check (‘Eligible Customers’), and existing Kogan Bronze nbn™, Kogan Silver nbn™ customers who sign-up to a Kogan Gold nbn™ 100 month-to-month plan ($10 off plan fees). Discount is applied months 1 until month 6 (inclusive) if you remain continuously connected (‘Discount Period’). Applied as a recurring monthly credit. If you cancel your Kogan nbn™ service during the Discount Period, credit applicable to the month of cancellation will be forfeited. Min monthly spend is $75.90 (with optional free modem). After the Discount Period, min monthly spend is $85.90 (undiscounted plan fee). Must stay connected for at least one month.

    Apparently this explains why they are doing what they are doing.

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